Due to a weather incident, our ITA flight from Athens to Rome was cancelled, causing us to miss our flight home to the USA. After an unpleasant day and night delay, our flight to USA was downgraded to Economy Plus instead of Business class. It was an unpleasant/uncomfortable flight as plane was dirty and in poor repair. Although glad to finally get home, one of our suitcases was lost which delayed our drive home long enough to put us in very bad traffic. Really frustrated that after 5 months, we do not have a refund for our downgraded flights. Have emailed/phoned a dozen times be told my claim is being expedited, but customer service personnel cannot tell me when, if ever we will get our refund. VERY ABYSMAL customer service!!